WESTERN MUNICIPAL WATER DISTRICT invites applications for the position of: Senior Customer Service Representative - Finance SALARY: $30.31 - $39.78 Hourly $2,424.62 - $3,182.42 Biweekly $5,253.33 - $6,895.25 Monthly $63,040.00 - $82,743.00 Annually OPENING DATE: 09/29/14 CLOSING DATE: 10/06/14 05:00 PM DESCRIPTION: Individuals within the Senior Customer Service Representative series can expect to perform advanced customer service support assistance and coordinate the activities of the Customer Service team. District employees are expected to work overtime, weekends, evenings and holidays as required to accommodate the District needs, in addition to responding as a Disaster Emergency Service Worker. EXAMPLES OF DUTIES: This single position class is responsible for providing oversight to the utility billing, account maintenance, payment processing, resolution of customer issues and concerns, and bad debt collection activities. Work may involve direction of clerical and subordinate personnel. Incumbents within the Senior Customer Service Representative series report to the Customer Service Supervisor. TYPICAL QUALIFICATIONS: The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this classification. Leads, coordinates and oversees the work of Customer Service staff. Trains assigned staff and provides technical assistance as required. Recommends work methods, procedures and techniques for customer resolution. Researches, analyzes, and resolves escalated customer issues. Communicates results verbally or in written format to the customer, and others as needed. Performs billing functions related to new accounts, processing routes, preparing bills and cashiering. Oversees the verification of cash drawer balancing and cash handling procedures. Verifies the work of assigned staff for accuracy, proper work methods, and compliance with applicable standards and procedures. Provides informal input to the Customer Service Supervisor regarding staff performance. Reconciles accounts and prepares graphs and a variety of statistical reports. Assists in overseeing the collection of bad debt accounts and monthly processing of write-offs. Develops manual or computerized process improvements and makes recommendations to the Customer Service Supervisor regarding implementation. Adheres to office procedures including record management policies and procedures, ensuring compliance with the District’s record retention policy. The incumbent, while exercising his/her authority, shall abide by and promote the District’s values and beliefs and adhere to the District’s ethics policy. SUPPLEMENTAL INFORMATION: Adherence to District personnel rules, policies and labor contract provisions with the ability to exercise sound independent judgment within general policy guidelines. Proper English usage, punctuation, grammar and spelling. Work under steady pressure with frequent interruptions and a high degree of customer contact. Utilize exceptional customer service and communication skills both verbally and in writing, with the ability to cultivate professional business partnerships and inspire team collaboration. Use modern office equipment including computer software applications related to the field of work. Define and explain key processes and business requirements within the department. Uses discretion and sound business judgment in applying advanced principles, practices, methods and techniques used in customer service functions. Utilize successful leadership skills with the ability to inspire and influence with a high level of energy, enthusiasm, and creativity coupled with a positive attitude. Highly motivated professional who is a self-starter, resourceful and able to work independently with minimum supervision. APPLICATIONS MAY BE FILED ONLINE AT: wmwd 14025 Meridian Parkway Riverside, CA 92518 951-571-7258 westernjobs@wmwd Position #14-14 SENIOR CUSTOMER SERVICE REPRESENTATIVE - FINANCE KG
Posted on: Sat, 04 Oct 2014 02:57:49 +0000